Overview:

The IT Support Specialist role is a key part of Berkeley Hall School’s Information Technology Department and supports the overall health and functionality of the school’s technology program. This position helps maintain Berkeley Hall’s information technology infrastructure and provides high quality customer service to the school’s stakeholders. This position reports to the Finance and Operations Manager and works closely with the Technical and Information Systems Lead (TAIS Lead).

The ideal candidate provides technical support to Berkeley Hall’s students, faculty, staff, and parents for hardware and software needs. The IT Support Specialist uses their technical knowledge, understanding of digital devices, and ability to troubleshoot macOS, iOS, and Windows devices to support the academic program for students and teachers, as well as the various administrative functions of non-academic departments across campus. Using both Mosyle and Meraki Mobile Device Management (MDM) systems, the role maintains an accurate inventory of user devices, peripherals, and network hardware. This individual provides instruction and training for all employees regarding their school-issued devices, as well as for network and Google Workspace access and operating their workstation telephone, printer, and any other peripheral device necessary for their job function. Similarly, the Technology Support Specialist provides instruction to students to access their Google Workspace account and other software and hardware access appropriate for students.

The ideal candidate is service-oriented, technically skilled, proactive, and capable of managing day-to-day IT support. This position works closely with faculty, staff, families, and IT vendors.

Key Responsibilities:

Technical Support

• Manage daily operations of the Help Desk, managing the ticketing system and providing technical assistance and support for all users related to hardware, software, and classroom technology (computers, smartboards, printers, projectors, etc.).
• Provide instruction and support in the use of classroom devices.
• Configure new devices, perform regular maintenance, and retire end-of-life hardware.
• Maintain documentation for user device setup, network, user applications, and software.
• Lead the device repair and loaner programs, coordinating with AppleCare and overseeing the computer check-in/check-out process.
• Provide backup IT support for technology projects and system transitions.

Device and Account Administration

• Maintain the school’s device inventory by regularly updating, managing, and reconciling records to ensure accurate, up-to-date information on all assigned hardware.
• Support administration of Mobile Device Management (MDM) systems including Mosyle and Apple School Manager.
• Assist users with password management and multi-factor-authorization enrollment.
• Provision and deprovision accounts in the event of timely requests in support of the TAIS Lead.

Network and Infrastructure Support

• Assist with the wiring and configuration of networking equipment and endpoints.

• Provide first-tier network connectivity troubleshooting.
• Serve as a backup technical resource for infrastructure issues when the TAIS Lead is unavailable.
• Liaise with network maintenance and monitoring vendors to address and resolve issues.
• Participate in spam mitigation efforts and user education. Report any trends or issues to the TAIS Lead.

Audio/Visual (A/V) Support

• Prepare A/V systems for school events, including microphones and sound, projection and video, live streaming, etc.
• Support implementation and testing of new A/V systems throughout campus.
• Provide first-tier troubleshooting for issues with A/V equipment.

Administrative

• Follow guidelines for fulfillment of duties as described in the Employee Handbook.
• Perform other duties as discussed.

Qualifications:

• College or comparable degree in a technology field or equivalent technical aptitude and professional experience.
• Minimum of 1-3 years experience in Information Technology in a help desk or similar role (K-12 experience preferred).
• Knowledge of Windows, MacOS, and iOS operating systems.
• General knowledge in troubleshooting hardware, software, and network issues.
• Ability to solve technical issues by researching the problem.
• Demonstrated ability to meet deadlines and navigate competing priorities.
• Self-starter with an eye for identifying trends, proposing solutions, and taking preventative measures before problems arise.
• Strong written and oral communication and interpersonal skills.
• Proficiency in the following technologies is a plus: Google Workspace, Microsoft O365, Blackbaud (or equivalent SIS/LMS system), Mosyle, Apple School Manager, Meraki, Freshdesk, Zoom, Magnus Health Solutions.

Skills & Attributes:

• Excellent troubleshooting, communication, and interpersonal skills.
• Strong project management and documentation ability.
• Proactive and collaborative mindset.
• Comfortable leading training and providing support across user levels.
• Emotional intelligence, adaptability, and discretion.
• Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.

Physical Requirements:

• Regularly sits, stands, talks, and listens.
• Must be able to lift up to 50 lbs.
• Walks a 60-acre campus and climbs stairs as needed.
• Works indoors/outdoors in varied conditions.
• Use computers and monitors for extended periods.

Terms of Employment:

• Non-exempt, eligible for overtime.
• Regular hours: 7:30 am–4:00 pm; occasional early morning, evening, or weekend work required.
• Competitive compensation based on experience.
• Benefits include medical, dental, vision, life insurance, long-term disability, and retirement (up to 7% employer match).

Equal Opportunity Employer

Berkeley Hall School provides equal employment opportunities to all qualified individuals without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Equal opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination.

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